Apply on Employer Site

Method · 2 days ago

Head of Customer Success

Austin, TX

Full-time

Onsite

Director/Executive

$200K/yr - $250K/yr

10+ years exp

Method is a company focused on redefining financial connectivity through innovative APIs. As the Head of Customer Success, you will architect and execute the post-sales engine that drives growth, establish systems and processes, and build relationships to enhance customer satisfaction and revenue retention.

BankingFinancial ServicesFinTechLendingPayments

Culture & Values

Responsibilities

Build the CS Operating System – Design and manage the day-to-day operating cadence. Establish clear reporting structures for team OKRs, health scores, and cross-functional KPIs that provide transparent visibility into our book of business

Lead and scale the team – Build, mentor, and empower a high-performing customer success organization. Create the conditions for your team to thrive while moving from "manual heroics" toward repeatable, scalable workflows

Accelerate Time-to-Value – Own and relentlessly optimize the onboarding and implementation lifecycle. Remove bottlenecks to ensure customers realize ROI as quickly as possible and experience seamless success from day one

Become a trusted advisor – Develop deep expertise in customers' businesses, challenges, and objectives. Position Method as an essential strategic partner in their success

Define and enforce service standards – Establish clear SLAs for support and implementation. Build internal accountability loops that ensure consistent delivery of high-quality service

Champion customer insights – Serve as the voice of the customer internally. Quantify feedback and market signals, translating them into prioritized product and strategy recommendations that keep Method ahead of the curve

Qualification

Customer success strategiesFintech partnershipsAPI productsData analysisOperational managementTeam leadershipProactivityCuriosityConsulting experienceStartup experienceFintech knowledgeCS tech stacks familiarityCollaborationCommunicationProblem-solving

Required

Seasoned leader with 10+ years in client-facing roles, including experience leading customer success strategies, managing fintech partnerships, working with API products, and building high-performing teams

Data-obsessed and systems thinker. You use data to support volume and SLA performance. You enjoy building the infrastructure (tooling, playbooks, dashboards) as much as the strategy

Commercially savvy – You understand CS as a profit center and are comfortable discussing NRR, churn cohorts, expansion pipelines, and the strategic priorities that fuel customer success

Self-starter and owner – Proactive, decisive, and naturally inclined to take initiative. You can manage complex situations by quickly mobilizing resources across the company

Proven track record in consulting, pre-sales, technical customer success, or similar roles demonstrating measurable operational and commercial impact

Naturally curious about emerging technologies and fintech trends, staying ahead of industry evolution

Exceptional collaborator who builds strong relationships across diverse teams and organizations